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Yesterday, after only two weeks of use, the touch Surface Pro 3 screen refused. I don't know what to do because refusal happened owing to emergence of a crack on glass. However I don't consider emergence of a crack as a consequence of misuse of the device.
Chronicle of events following. The device normally worked in a tablet mode about half an hour in the morning, then requested installation of updatings after which obligatory reset was required. All this time I actively used the Internet browser in a mode of the tablet, any deviations in operation of the screen didn't notice.
After reset it was difficult for me to enter into system (I enter according to the image on the screen), movements of fingers or not at once caused reaction on the screen, or didn't cause it at all. Repeated reset didn't solve this problem, however at the time of the reset I noticed on absolutely black screen as it seemed to me first a hair. In attempt to shake a hair (then it was no more than 2-3 cm long) it appeared that it is a screen microcrack.
The most awful began further, the crack began by itself grow and quickly to increase in length. In 2-3 minutes it already borrowed 2/3 on height of the screen and the touch screen ceased to work. Still in a few minutes the crack crossed all screen.
Now the device very badly works only in a laptop mode (with the connected keyboard). Bad work is caused by that constantly the screen independently imitates pressing (on the screen it is visible as a trace from a short touch) that leads to independent opening of appendices, etc.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Hello Cirho,
I'm sorry to hear that your screen cracked when you were picking it up. I'll answer your question.
You should reach out to our Assisted Support team to discuss your options for replacing your device. They can answer any and all questions you may have regarding warranty. You can contact them here.
Let us know if you have any other questions or issues.
Best Wishes,
Zack_T
Hi BoBikOX,
Thank you very much for your post regarding the crack on the screen of the Surface Pro 3. I saw the picture of the screen - I'm very sorry that this happened, and I completely understand your frustration caused by the crack, as the device now only works, badly, in a laptop mode.
Have you reached out to the Surface support team yet? If not, I'd highly suggest you do so as soon as possible. It is best to contact them regarding physical damage on the device.
Again, thank you for your post, and best of luck!
apjmd,
Thanks for taking the time and providing us with an update on the outcome of the situation you've experienced.
We're glad to hear everything is now resolved for you.
there aren't any authorized repair places. Microsoft does not repair, they replace. others with cracked screens have not been able to obtain warranty replacements but some have been able to get a refurb exchange at some cost to them. Contact support https://www.microsoft.com/surface/en-us/support/contact-us
On Sat, 19 Sep 2015 21:04:24 +0000, AP_870 wrote:
>> I know I can try to get a refund from the seller, but I'd rather get a replacement or something instead.
what seller on Amazon?
You REALLY need to get a refund. Besides the fact that it was an Enterprise
device, it probably isn't eligible for in warranty replacement and the cost out
of warranty is probably more than you paid for it. Microsoft does NOT repair,
ever. They only replace. and sometimes the replacements are pretty bad.
If you REALLY want a refurb
http://www.microsoftstore.com/store/msusa/en_US/list/Refurbished/categoryID.69403300
__________________________________________________________________________________________________
Barb
Windows Experience MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
On Sat, 18 Jul 2015 04:38:29 +0000, tuck229 wrote:
>>Bottom right corner crackled glass and very faint hairline crack that stretches out a few inches. My wife had it in her purse today, which was knocked off wherever she had it setting. I contacted support and was quoted $320-400 to replace the screen .
>>
>>
>>
>>At first, I thought the tablet was working normally minus touchscreen responsiveness. Now, I notice it doing weird things, like the mouse jumping to the top of the screen randomly or a browser window resizing itself for no reason or .web browser switching to a different open tab. Now I'm wondering if I am better off not sending it in for repair, or can this weird stuff be the result of screen damage? I don't have $ to be tossing away. Honestly, the damage is so minimal I was using the tablet 5-10 minutes before seeing it and figuring out that was the issue. The kicker is I was just about to exchange for a replacement under warranty because it had developed the yellow line on the screen.
First, Microsoft does not repair, they will exchange or a refurbished tablet
(and it may not be a good one).
Second, yes, a cracked screen could impact the touch circuitry and cause touch
events like you describe.
Third, you should exchange it (even if you have to exchange several times to get
a good working tablet).
Sorry about the negativity on the exchange process, but reading the experiences
here, it's best to completely check any replacement you receive.
__________________________________________________________________________________________________
Barb
Windows Experience MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
When you send in for warranty exchange or repair, you would receive a refurb replacement. You would not get your broken SP back with a new screen.
Hello IbrahimHadi,
Sorry to hear that. Please reach out to supportfor assistance.
On Tue, 17 Mar 2015 02:45:11 +0000, RebecaMatos wrote:
>>How can I possibly fix it in Brazil? I am quite disappointed that Microsoft does not offer support in my country.
Unfortunately, this is the risk of buying in a supported location for use in a
non supported location. You might be able to find a friend or relative in a
supported location who can handle the exchange for you.
__________________________________________________________________________________________________
Barb
Windows Entertainment and Connected Home MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
On Mon, 19 Jan 2015 03:35:31 +0000, PS123C wrote:
>>um the thing is i broke my surface pro 3 LCD and I don't know what to do right now... and i was wondering how much will it cost to repair it?
Contact support at http://www.microsoft.com/surface/en-us/support/contact-us
__________________________________________________________________________________________________
Barb
Windows Entertainment and Connected Home MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
On Wed, 31 Dec 2014 08:25:24 +0000, angelicachao wrote:
>>I fell off the stairs, and my surface dropped. I didn't notice the cracks until around 3 o'clock in the afternoon.
>>
>>The bottom right part of my screen cracked into pieces, the left part of my screen is still responding, but the other side is not even responding when I use the mouse.
>>
>> I don't know what to do. How much will the repairing cost, and is this kind of accident is in the warranty?
no, this is not covered under warranty.
in most cases that I've heard, rather than repair, the unit is replaced for
damage like this. I don't know how much this will cost, but it is not cheap.
is an interesting thread that talks about the cost for the older original
Surface Pro.
You need to contact http://www.microsoft.com/surface/support/contact-us/
__________________________________________________________________________________________________
Barb
Windows Entertainment and Connected Home MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
Hi Phùng Quang Anh,
Thank you very much for reaching out to the Surface Community! I am sorry to hear that the screen of your replacement device is broken. I would like to guide you to the appropriate support team.
Since this is a physical issue (broken screen), please contact Assisted Support. They will be able to further assist you and answer your question regarding the cost of getting the device replaced.
Best of luck to you, and thanks again for taking the time to contact the Community.
Hello d.oSB
Thanks for reaching out to us. Sorry to hear that your Surface Pro 3 screen was broken on the way to Singapore.
As of this time, Surface Pro 3 is not available for purchase in Singapore, though it will be soon. Do know that Support follow availability. You can reach out to Support, but they will likely not be able to assist you directly until launch occurs locally. You can reach them Here or Here.
Best regards
I was using my Surface Pro 3 today out on my patio. There was a soft snap sound and I watched as a crack suddenly whipped across my screen, setting off about 50 of the touch-tap circles. It is completely unusable. The device seems to be registering constant streams of touch input from the cracked screen.
Did I mention that I WATCHED THE SCREEN CRACK ITSELF?
Gadget-guy here. I have had every possible screen in every possible configuration, and I have had all the screen problems and seen every type of service. I know when I drop something, I pay for it. But when I am using it in its native scenario, my device's screen should not split open.
Now my problem is: I took it to the Microsoft Store here in Seattle WA (U Village). The gentleman at the counter talked to "his manager in the back" then came back and said... ummm sorry we can't help you. Go sign in to
myservice.surface.com
They might be able to help you there, he said.
Which I did. And got:
An error occurred. Please try again.
Over and over and over.
Yup. You're right. An error DID occur.
Of course no one will ever believe me. Screens don't just crack do they?
Ummmm. They actually do. (see iFixit's teardown of the Surface Pro 3).
Don't get me wrong. This is my second Surface Pro. I had the original. I love these things. I am so frustrated by this whole situation. I want to love these devices.
Any advice? Thoughts? Similar experiences?
